Specialist, Concierge Services at Yext

New York, New York, United States

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Digital Marketing, SaaSIndustries

Requirements

BA/BS degree or a similar college-level education
Interest in pursuing a career in Customer Success within the SAAS space
Customer-facing experience desired (retail, hospitality, online support, etc.)
The ability to think creatively, analyze, and understand complicated and abstract ideas
Outstanding and effective interpersonal skills
Evidence of taking leadership or distinguishing yourself from your peers, especially in team or social activities
Ability to work quickly and independently with excellent time management skills
Excellent written and verbal communication skills that can be tailored to a broad range of people
Strong computer skills, including typing skills, and the ability to adapt quickly to new programs
A knack for synthesizing technical concepts into digestible bits of information and effectively convey this information to others
Ability to work 40 hours/week and overtime as needed. Ability to work non-standard work week (ie Sun - Thur or Tues - Sat) and/or non-standard hours (ie 11AM to 8PM EST)

Responsibilities

Establish yourself as a dependable, solution-oriented Yextpert who can creatively and professionally advise clients on digital presence best practices
Troubleshoot platform and client-specific inquiries via telephone and email support and maintain inbound queue management strategies to ensure adherence to the SLA
Provide consultative and training services through 1:1 and group advisory settings via phone calls, webinars, and virtual meetings
Craft help articles and other support materials to empower users to serve themselves
Interpret customer requests, tailor your conversations according to their needs, and effectively communicate these needs to ensure we are exceeding client expectations - every time!
Work cross-functionally with Client Success, Operations, Engineering and Product teams to deliver full 360-support and surface trends that enhance the end-user experience
Ideate, build and scale new ways of thinking about the value Concierge Services brings to clients as well as our internal operational efficiency
Specialize in client and industry knowledge to become a Client/Industry Subject Matter Expert by participating in account meetings and documenting new features and client-specific processes
Maintain a focus on excellence by meeting or exceeding quarterly targets, including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/AHT)

Skills

Knowledge Graph

Pages

Reviews

Listings

Knowledge Assistant

troubleshooting

SLA management

webinars

virtual meetings

help articles

customer support

consultative services

digital strategy

Yext

AI-powered search solutions for businesses

About Yext

Yext provides AI-powered search solutions through its Yext Answers Platform, which allows businesses to give direct answers to user queries instead of just links. This platform uses natural language processing to understand the context of search queries, ensuring users receive accurate information. Yext caters to a wide range of clients, from large enterprises to small businesses, and focuses on improving search experiences in areas like marketing, customer support, and e-commerce. The company operates on a subscription model, where clients pay for access to the platform and its features, which are supported by a centralized Knowledge Graph that maintains consistent information across digital platforms. Yext also offers a training and community engagement platform called Hitchhikers, where users can enhance their knowledge and connect with others. The goal of Yext is to enhance search capabilities for businesses, leading to better user experiences and high customer satisfaction.

New York City, New YorkHeadquarters

2006Year Founded

$115MTotal Funding

IPOCompany Stage

Enterprise Software, AI & Machine LearningIndustries

1,001-5,000Employees

Benefits

Comprehensive Benefits Program - One of our top priorities is to maintain the health and wellbeing of our employees and their families. We offer a robust and comprehensive benefits program, which includes top-quality health insurance (medical, dental, vision), paid parental leave, a 401(k) with match or retirement pension plan, equity, commuter benefits, and more.

Invested in Your Wellbeing - In addition to our top-tier benefits, we also have a holistic wellness program that includes physical and mental health services. A few employee-favorite perks are our company-wide subscription to the meditation, sleep, and relaxation app Calm, as well as our corporate ClassPass membership.

Stay Informed - Our leadership team is committed to company-wide transparency, ranging from email blasts, biannual goal-setting days, and a weekly all-hands video meeting called Manifesto. Manifesto is a time for leadership to share company updates, showcase new products, highlight new deals, and provide kudos to well-deserved employees.

Collaborative Workspaces - Yext has amazing workspaces in many of the greatest cities in the world — from our magnificent new HQ in New York City to those in Chicago, Greater Washington DC, London, Miami, Munich, Paris, Tokyo, San Francisco, and more. Most job families within Yext allow employees to work from any office so they can experience the face-to-face collaboration, spontaneous interaction, and mutual learning that have become such hallmarks of our culture across the globe.

Life-Work Balance - We work hard and play even harder, but we also recognize that our employees wear multiple hats as parents, mentors, caretakers, volunteers, and more. That’s why we offer flexible and generous vacation, paid company and bank holidays, and sick days for when you’re feeling under the weather — all in an effort to give our employees more time to do the things they love with the ones they love and support a better life-work balance.

Upward Mobility - One of the perks of being a relatively new publicly traded company is that there is no shortage of opportunity. This means our employees are presented with countless chances to move internally. Internal mobility is at the forefront of Yext’s hiring, as are learning and development, alongside our mentorship program and monthly lunch and learns sponsored by our ERGs.

Risks

Yext's acquisition of Hearsay Systems could strain financial resources if synergies aren't realized.

Potential sale amid takeover interest may disrupt operations and client relationships.

Rapid AI and NLP evolution requires continuous R&D investment, posing financial risks.

Differentiation

Yext's AI-powered search solutions provide direct answers, enhancing user experience.

The Yext Answers Platform uses NLP to understand search query context and meaning.

Yext's Knowledge Graph ensures consistent and accurate information across digital touchpoints.

Upsides

AI-driven personalization in search results enhances user engagement, aligning with Yext's focus.

The rise of voice search highlights the need for Yext's advanced NLP capabilities.

The demand for centralized digital information management supports Yext's Knowledge Graph approach.

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